PT Cust Svc Assoc

General Definition of Work

Performs intermediate manual work providing customer service, providing information to the public, performing data entry, preparing and sending customer correspondence, maintaining records and files, and related work as apparent or assigned. Work is performed under the close supervision of the Support Services Manager.

This position is considered to be Essential Personnel and will be expected to work during inclement weather and emergencies as determined by management.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

Reception/Customer Service

Greets the public using excellent customer service skills, advising appropriate departments or personnel of visitors.

Provides accurate information about bus and other transit services.

Sells and loads SmarTrip cards and tokens, gives change ensuring all transactions are accurate, performs data entry to track sales using the MUNIS software without error.

Provides information on bus services, travel training, and transportation voucher programs to those who are new to the area or just need assistance.

Telephone

Answers administrative telephone line, routes calls to appropriate person or department.

Responds to telephone inquiries about bus services.

Retrieves recorded messages in voice mailboxes; places return calls to customers seeking information or wishing to express a concern regarding PRTC services, accurately enters customer feedback using TransTrack database program, and mails printed schedules upon request.

Administrative and Customer Service Department Responsibilities

Checks the Trapeze trip scheduling software program to ensure customer contact information is accurate for all new clients. Drafts customer letters, upon review approval, sends letters to these clients to welcome them to the bus service.

Responsible for running reports in the Trapeze reporting program, verifying data using the TransitMaster program.

Records late cancel and no-show penalties and documents penalties in the Microsoft Access customer database. Drafts appropriate warning and suspension letters for manager’s signature.

Enters record of letters and conversations with customers in Microsoft Access customer database.

Assists the Marketing Department with mass mailings and copies.

Prepares and maintains a variety of office files, accounts, and other records.

Minimum Qualifications

High school diploma or equivalent and minimal experience in customer service, call centers, receptionist functions, general office procedures, and organizational skills or equivalent combination of education and experience.

Special Qualifications

None.

Job Specifications

Some knowledge of clerical and administrative duties in an office setting; working knowledge of transportation and routing; thorough knowledge of correct English usage, including spelling, grammar and punctuation; working knowledge of the organization's rules, policies, and procedures applicable to assigned function; working knowledge of record keeping.

Skill in the use of personal computers, associated software packages, hardware, and peripheral equipment; skill in data entry; skill in customer service and professional phone communications; skill in developing and presenting reports as required.

Ability to communicate effectively in oral and written form; ability to compose and prepare correspondence; ability to deal courteously and effectively with the public; ability to handle confidential information according to established procedure; ability to work collaboratively with other departments; ability to handle confidential information according to established procedure; ability to be detail oriented and to manage multiple tasks; ability to analyze support issues and to utilize problem solving/analysis to resolve and/or escalate these issues in a timely manner; ability to type at a reasonable pace; ability to read maps and knowledge of local street geography; ability to establish and maintain effective working relationships with associates, customers, department directors and managers, dispatchers, and the general public.

Working Conditions

This work is sedentary and requires little to no exertion of force; work regularly requires speaking or hearing, using hands to finger, handle or feel and repetitive motions, frequently requires sitting and occasionally requires standing and walking; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data and operating machines; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

The statements in this job description are intended to describe the general nature and level of work being performed by incumbent(s) assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.